Excelsior Motor Inn

I made a reservation with Excelsior Motor Inn but then had to cancel due to illness. I cancelled by email direct to their website but they still charged me as a no show. Even though I have proved to them that I cancelled before the deadline they still refuse to refund my money. Don't stay with them, don't trust them.

If I could put ZERO stars I would - There were two of us. Upon arrival the room smelled funny (like cigarettes) but I let it slide. We were only staying for a stop over (driving through to Brisbane). Also the main light bulb had blown - perfect if you are arriving at night, like us (sarcasm). An hour after departing the next day I realised I left my expensive chiropractic pillow there. I tried calling several times on two phone numbers I found on the internet, both diverted to an answering machine (a hotel with no one on reception, fantastic). I sent an email via the message system through their website asking to please call me as I left an item there and I really need it. I was happy to pay the postage in advance and even let them keep the difference if I transferred too much. Never got a phone call back - just an email saying that they won't post it, only if I first send a prepaid 'container'. And apparently one of their motel pillows was missing. I assured them I had not taken then $10 Kmart pillow in exchange for my $110 chiropractic pillow. I said I probably left it on the ground (the carpet floor of the room). They then came back and said 'that's how they expect their property to be treated'. HEL-LO, it's a pillow, it's not going to hurt if it falls on the ground, as I'm sure pillows fall on the floor all the time?! Then I got someone to ring on behalf of me as they weren't answering when I called. They got HUNG UP ON. Worst customer service ever. I feel I was polite and cooperative and they were plain rude and not willing to compromise for a PAYING CUSTOMER. TERRIBLE! Still have not got my pillow back!!!!